Technical Support Specialist

Technical Support Specialist

Duties:

Uses remote tools and cloud technology to provide technical support for hardware, software, store networks and applications

Manages simultaneous connections to multiple stores and pieces of equipment; prioritizes the order in which repairs are made in order of emergency priority

Monitors the severity of data packet loss either to the entire store network or specific pieces of equipment. Provides the best solution to resolve the underlying problem to bring equipment up to full functionality

Identifies and corrects issues before a location is aware of a problem using cloud and web-based applications

Determines the best course of action to improve performance and efficiency of store systems, equipment and applications

Provides accurate verbal instruction when onsite diagnostics is needed to bring various pieces of equipment to full functionality

Understands and completes proper processes when installing software

Directs field personnel in installing new equipment that is going on the store network

Configures and upgrades software on newly installed devices

Implements software changes for fuel dispensers and fuel tanks

Sets up new DVR equipment and configures recording settings, including using proper naming conventions, for multiple cameras

Provides troubleshooting by using remote tools connected to other legacy networks

Manages multiple tickets and works them in order of emergency to lowest priority

Identifies re-occurring store issues by reading and understanding case history and determines if a different course of resolution is needed to reduce repeat problems

Reads, interprets and follows procedures described in the internal knowledge base

Provides documentation for knowledge base articles

Works with third-party help desk vendors as applicable

Maintains inventories and orders parts as needed

Provides phone support as needed

Attends training classes as required to stay current with new equipment troubleshooting procedures and technology

Initiates timely communication of critical events to Store Support Team Leads

Completes other duties, including special projects, as assigned by Management


Education Requirements:

Associate degree in Computer Networking or 2 years of related experience

Specialized training in network communication, PC architecture and application support

Experience Requirements:

Prior help desk experience preferred

Skill Requirements:

Complete understanding of the store network (hardware and software), PC architecture wireless communication, router and third-party cellular devices

Knowledge of non-standard equipment that is not connected to the Speedway network

Ability to manage simultaneous connections to multiple stores and pieces of equipment, and ability to prioritize the order in which repairs are made

Ability to research and resolve issues

Capable of working in a fast-paced environment

Excellent verbal communication skills and the ability to explain technical information in layman’s terms

Well organized with the ability to work under pressure and meet tight deadlines

Excellent understanding of intra-department functions and operations

Ability to perform repeated bending, standing and reaching

Ability to occasionally lift up to 40 pounds

Available to work a variety of shifts, including, second and third shift, weekends and holidays; understands the staffing expectations of working in a 24/7/365 days a year department

Education: Bachelors Degree